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An examination of facility management, customer satisfaction and service relationship in the Bangkok healthcare system

Pitt, M; Chotipanich, S; Issarasak, S; Mulholland, K; Panupattanapong, P; (2016) An examination of facility management, customer satisfaction and service relationship in the Bangkok healthcare system. Indoor and Built Environment , 25 (3) pp. 442-458. 10.1177/1420326X14555420.

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Abstract

The main objective of this research paper is to primarily examine customer satisfaction towards facilities and service quality in two private hospitals in Bangkok. The relationship between healthcare services and physical facilities and the resultant effect on the level of patient satisfaction was explored. The samples of this research were based on the feedbacks of 400 in and out patients from two private hospitals in the east of Bangkok, Thailand, supported by a one-day survey for collecting data on patient satisfaction. Statistical analysis including frequencies, percentages and relationship was applied within the methodology including consideration to the limitations of this research. The research results were able to highlight what particular services affected the satisfaction level of patients most, which proved to be important when aiming to reduce dissatisfaction rates. The research mainly examined B-class graded healthcare businesses in Bangkok and patient perception of its facilities and service quality, highlighting several key relationships that showed high level of relationship between the feedbacks received; such relationships between core and non-core facilities/services could therefore be improved to directly affect patient satisfaction.

Type: Article
Title: An examination of facility management, customer satisfaction and service relationship in the Bangkok healthcare system
DOI: 10.1177/1420326X14555420
Publisher version: http://dx.doi.org/10.1177/1420326X14555420
Language: English
Additional information: Copyright © The Author(s) 2014.
Keywords: Facilities Management, Thailand, Healthcare, Customer Satisfaction, Customer Perception
UCL classification: UCL
UCL > Provost and Vice Provost Offices
UCL > Provost and Vice Provost Offices > UCL BEAMS
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of the Built Environment
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of the Built Environment > The Bartlett Sch of Const and Proj Mgt
URI: https://discovery.ucl.ac.uk/id/eprint/1502309
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